Terms & Conditions

1. About these terms

These terms are the agreement between you and Nomadic Mart when you order a travel document from us, for any destination, or use our website. Please read them before you pay. By placing an order, you accept them.

Our Refund Policy, Privacy Policy and Cookie Policy form part of these terms. Our Disclaimer explains our independence from governments in more detail. If you only browse our website, these terms apply to your use of it, apart from the parts about orders.

Who we are

Nomadic Mart is a trading name of THE CLOUDOPS LTD (company no. 17112198, England and Wales; registered office Work.Life Manchester, Core 30, Brown Street, Manchester M2 1DH).

In these terms, "we", "us" and "our" mean THE CLOUDOPS LTD.

Words we use

• You: the person who places an order. If you only browse our website, it means you as a visitor.
• Traveler: each person we make an application for. That may include you.
• Destination: the country or territory you're traveling to or through.
• Travel document: a visa or eVisa, an ETA or other travel authorization, a visa on arrival, an arrival card, or an arrival, health or customs declaration that a government issues or requires for your trip.
• Issuing authority: the government or official body that issues your document or receives your filing, such as an immigration authority or its official online system. We also call it "the government".
• Order: what you buy from us in one checkout, for one or more travelers.
• Application: the application, card or declaration we prepare and submit for one traveler. Submitting a card or declaration is also called filing.
• Government fee: the official fee the government charges, if there is one.
• Service fee: our fee for our service. Checkout may call it our processing fee.
• Price: the total you pay per traveler, with all fees included.
• Consumer: someone ordering for themselves, family or friends, not for a business.

2. What we do and don't do

We're a private, independent online service. We help travelers get the travel documents their trip needs, for many destinations. We prepare, check and submit applications, and email you the result. Depending on your passport and destination, we can help with:

• Visas: eVisas, and visa applications or pre-approvals that a government accepts online.
• Travel authorizations: ETAs and similar electronic authorizations to travel.
• Visas on arrival: pre-approval or pre-payment, where a destination offers it.
• Arrival cards and declarations: digital arrival cards, and arrival, health and customs declarations.
• Other documents and services we may add, such as transit authorizations, and specialist support.

We ask you for as little as possible, usually just your passport. We use only the true information you give us, and we never invent facts.

What we offer for your trip, and what each order includes, is shown on our website, on our destination pages (such as our Cambodia visa page) and at checkout, before you pay.

You can usually also apply directly with the government. When you order from us, you pay our service fee, on top of any government fee. Using us is your choice.

3. Who can order

• Adults only. You must be 18 or over and able to make a legal contract.
• Children. A parent or legal guardian must order for anyone under 18, or give their permission to the adult who orders.
• One application per traveler. Every traveler needs their own application, card or declaration, including children and babies, unless the government's rules say otherwise. You can add several travelers to one order, up to the limit the form shows.
• Ordering for others. If you add other travelers, you confirm that you have their permission, or the legal authority, to apply for them and to share their details and passport with us and the government. Please make sure they've seen our Privacy Policy. You're our contact for the whole order.
• Passports and trips we can't help with. Which documents you can get depends on your passport, destination and trip. Some don't qualify for the document you want. For example, some nationalities must apply for a visa at an embassy instead. If we can't file your application, we'll tell you and refund you in full.

4. Your responsibilities

An application can only be as good as the details behind it. For every traveler in your order, you're responsible for:

• Accurate, complete details. Names, dates and passport numbers exactly as on the passport, and honest answers to every question we ask, including about your travel. Wrong details can lead to a refusal, a delay or being refused boarding.
• A valid passport. Valid for as long as your destination requires (often 6 months from the day you enter), with blank pages where needed. Travel on the passport you applied with.
• The right document. The right type of document for your trip, with the right number of entries, length of stay and entry points. Our destination pages and checkout show each document's main conditions.
• Other entry requirements. Health, customs, onward travel and any other rules that apply to you. Check them with your airline and official sources before you travel. Our guides are general information, not advice.
• Replying quickly. If we need a clearer passport scan or a missing detail, our timings pause until you reply.
• Ordering in good time. Processing times vary by document and destination. We suggest ordering as soon as your travel dates are fixed, and well ahead of the government's estimate. You can order early even if your document can only be filed shortly before you travel.
• Checking what we send you as soon as it arrives (see checking your documents).
• Following your document's conditions once you arrive, such as how long you may stay.

Please don't apply for the same trip elsewhere at the same time. Duplicate applications can be refused, and a government fee paid twice usually can't be recovered.

5. How it works

1. You order. On our website, you choose your destination and document, fill out our online form, and upload what the government asks for. That's usually a photo or scan of each traveler's passport photo page and, if your destination requires one, a photo of the traveler.
2. You pay. You pay the total at checkout, and we email you an order confirmation. Our contract with you starts when we send it.
3. An expert checks it. A specialist checks every detail against the passport before anything is filed. If something is missing or doesn't match, we contact you.
4. We submit it. We submit each application to the government in the traveler's name, and you authorize us to do this. If your document can only be filed in a window before you travel, we hold your order and file it when the window opens. Government forms can include declarations, such as health and customs questions. If one needs an answer from a traveler, we ask you before we file. We never answer for you.
5. You get it by email. When the government issues your document, accepts your filing or makes a decision, we email you. You can follow your order's status online at every step.

How long it takes

• Government processing. The processing times we show are the issuing authority's estimates, not guarantees, and they vary by document and destination. Processing can take longer, for example around public holidays or when the government runs extra checks. We can't speed up a government decision.
• Filing windows. Some documents, such as many arrival cards, can only be filed within a set time before you travel or arrive. You can order at any time. If your trip is further away, we hold your order and file it when the window opens.
• Our own work. Our part has its own timings, set out in our service standards and in any delivery speed you choose.

Delivery speeds

For some documents, you can choose how fast we do our part, for example Standard, Rush or Instant. The speeds on offer, their times and their prices vary by document, and are shown before you pay.

• Our part only. A speed is how quickly we file once we have every detail we need and, if your document has a filing window, once it's open. It doesn't make the government decide any faster.
• Details after payment. Some details, such as your flight, may be asked for after you pay. The time starts once we have them.
• Filing windows. Faster speeds can only be chosen once a document's filing window is open. Before then, the standard speed is the only option, and we file within the standard time once the window opens.
• Government systems. If the government's system is down, we file as soon as it's back and tell you.
• If we're late. If we file later than the faster speed you paid for, our Refund Policy explains what you get back.

6. Prices and payment

The price for your document and destination is shown before you pay and again at checkout. Prices are per traveler, in US dollars (USD), with all fees included. You see the full breakdown at checkout, before you pay.

Depending on your document and destination, a price is made up of these parts:

Prices can change, for example when a government changes its fee. The price shown when you pay is the price of your order.

• How you pay. In full at checkout, through our payment provider Stripe: card, Apple Pay, Google Pay or Link. Stripe handles your card details. We never see or store your full card number.
• No surcharges. We don't add a card surcharge or any hidden fee.
• Currency. We charge in US dollars. If your card is in another currency, your bank converts the amount at its own rate and may add a foreign transaction fee. Those charges are your bank's, not ours, and we can't refund them.
• Pricing mistakes. If we show a clearly wrong price by mistake, we'll contact you before going ahead. You can then pay the correct price or cancel for a full refund.

7. Refunds and canceling

Our Refund Policy sets out when you get money back, how much, and how to ask. It forms part of these terms. In short:

• Full refund if you cancel before we start; if we fail to submit your application within the processing time you selected when you placed your order; or if a fault on our side stops it. Duplicate charges are refunded too.
• Partial refund if you cancel after we've started but before we submit to the government: any government fee, plus half of our service fee.
• No refund once your application has been submitted, including if the government refuses it after we did our job properly, or if your plans change.
• A government fee can't be refunded once we've paid it to the government.
• Documents with no government fee, such as many arrival cards, follow the same stages, so any refund is of our fee. If we file later than the faster speed you paid for, we refund the difference.

To cancel, email [email protected] with the subject line "Cancel order" and your order reference. For a refund, use "Refund request". Approved refunds go back to the payment method you used. If you're a consumer in the UK, EU or EEA, you also have a legal right to cancel: see your consumer rights.

8. Your consumer rights

Nothing in these terms takes away the rights you have by law as a consumer. In the UK, the Consumer Rights Act 2015 says we must provide our service with reasonable care and skill, and as we've described it. If we don't, you can ask us to put it right, or get some or all of your money back if we can't. Consumers in the EU and EEA have similar rights under their national law. For more on your rights in the UK, see Citizens Advice.

Your right to cancel (UK, EU and EEA)

If you're a consumer in the UK, EU or EEA, you can usually cancel within 14 days of the day we confirm your order, without giving a reason. Travel documents are time-sensitive, so at checkout you ask us to start work right away, inside those 14 days. This is how that affects your right to cancel:

• Before we start: you get a full refund.
• After we start, before we finish: you can still cancel. We refund what you paid, minus a fair amount for the work already done. Our Refund Policy shows the amount at each stage.
• Once we've finished: the right to cancel ends. You accept this when you ask us to start right away. We've finished when we've submitted your application to the government, or filed your card or declaration.

To cancel, tell us clearly, by email to [email protected] or on WhatsApp, with your order reference. You can use the wording below, but you don't have to. We'll confirm by email, and we refund what's due without undue delay, and within 14 days of the day you tell us, to the payment method you used. There's no charge for the refund itself.

Everywhere else

If you live elsewhere, your local law may give you other rights. These terms don't remove any right that the law says can't be removed.

Business customers

If you order for a business, for example business visas for your staff, the 14-day right to cancel doesn't apply. Our Refund Policy still does.

9. Our service standards

For every order, we commit to this:

• We provide our service with reasonable care and skill.
• A specialist checks every application against the traveler's passport before we file it. If anything looks wrong, we contact you.
• We aim to check your application within an hour of payment, and to submit it within the processing time you selected when you placed your order, once we have everything we need.
• We keep you updated by email, and you can follow your order's status online.
• We email you your document as soon as we receive it.
• We keep passport scans encrypted and handle your data as our Privacy Policy describes.
• Real people answer you by email and WhatsApp.
• If we can't help, we tell you honestly, for example when a passport needs an embassy visa.

We don't promise that a government will approve an application, how long it will take, or that you'll be allowed to board or enter. Those decisions aren't ours (see government decisions).

10. Your documents

Delivery

We email your document, or the government's confirmation, to the address you gave us, usually as a PDF or a QR code, depending on the document. If you can't see it, check your spam or junk folder, then tell us. We can send it again at any time.

Check it right away

When it arrives, check every detail against the passport: names, date of birth, nationality, passport number, document type and dates. If anything is wrong, tell us at once, and before you travel.

Keep copies

• Save your document on your phone, and print it if your destination or airline asks for a paper copy. Some destinations check it on entry and again on exit.
• Save any QR code on your phone, or take a screenshot, so it works without internet. Airlines may ask for it at check-in.
• Keep your order confirmation and reference.

Mistakes and corrections

• If the mistake is ours, we put it right at our cost. We don't charge our service fee again, and if a new application is needed, we pay any new government fee too. Our Refund Policy sets this out.
• If a detail you gave us was wrong, tell us as soon as you notice. We can correct it at no cost before we submit. After that, it depends on the document. Some arrival cards and declarations can be updated after filing. Where the issuing authority allows it, we update or re-file it for the same trip at no extra cost, if you tell us before you travel. Many visa and travel authorization applications can't be edited once submitted, so a correction may need a new application and new fees.
• If the government made the mistake, we'll help you ask it for a correction. Whether it corrects it is the government's decision.

11. Government decisions

Every decision about a travel document is the issuing authority's. That includes refusing an application, asking for more information, taking longer than its estimate, or canceling a document it has issued. Governments don't always give reasons. When the government tells us something, we tell you.

A travel document doesn't guarantee entry. Border officers decide whether to let you in, and airlines decide whether to let you board. They may ask you questions or ask to see other documents.

We're not responsible for these decisions or what they cost you, such as missed flights or hotel nights. What happens to your money after a refusal is in our Refund Policy. If a mistake of ours played a part, tell us and we'll look into it. Travel insurance can protect you against costs like these.

12. Our liability

What we're responsible for

If we break these terms or don't use reasonable care and skill, we're responsible for loss you suffer that is a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when you ordered.

What we're not responsible for

• Decisions and delays of governments, airlines and border officers.
• Loss caused by wrong or incomplete details you gave us, or by you not doing what your responsibilities ask.
• Government systems being slow or down, and other events outside our control.
• Loss that wasn't foreseeable.
• If you order for a business: loss of profit, revenue, business, opportunity or goodwill.

Where the law allows, our total liability for an order is limited to the total price you paid for that order.

Your responsibility to us

If you deliberately give false information, use a forged or altered document, or use our service for something unlawful, you'll cover the reasonable costs, fines or claims we face as a result, for example from a government or a card network. This doesn't apply to loss we caused. For consumers, it applies only as far as the law allows.

13. Using our website

Our content

Our website's text, design, guides, logos and software, and the Nomadic Mart name, belong to us or our licensors. You may view and print pages for your own personal use. Please don't copy, republish or sell them without our written permission.

The details and passport scans you upload stay yours. You let us use them only to provide our service, as our Privacy Policy explains.

Fair use

When you use our website, please don't:

• submit false details or forged documents, or anyone's details without their permission;
• scrape or copy our pages or prices, or use bots to place orders;
• try to get around our security, test it without permission, overload the website or upload anything harmful;
• pretend to be us, or resell our service without our written agreement;
• abuse or threaten our team.

Found a security problem? Please tell us at [email protected].

Information on our website

We work to keep our guides and entry requirements accurate for every destination, but rules change, sometimes without notice. What's on our website is general information, not legal advice, as our Disclaimer explains. We can't promise our website will always be available or free of errors.

14. Third-party services

Parts of our service rely on other organizations, which have their own terms:

• Government systems. We submit applications through the official systems of the government that issues or accepts your document. Governments run them. We can't control their rules, availability or decisions.
• Stripe processes our payments. Apple Pay, Google Pay and Link are run by their own providers.
• WhatsApp is run by Meta. If you message us there, WhatsApp's terms and privacy policy apply to the chat.

We choose our providers carefully, but we're not responsible for their services. Links to other websites are there to help you, not because we endorse them.

15. Privacy and cookies

We use your personal data to provide our service, as our Privacy Policy explains: what we collect, why, who we share it with, how long we keep it, and your rights. Our Cookie Policy explains how we use cookies and how to control them.

To apply for a travel document, we must send each traveler's details, passport scan and, where required, photo to the issuing authority. We keep passport scans encrypted.

16. How we contact you

• Service messages. We email you about your order: your confirmation, our questions, status updates and your document. They're part of the service, so you can't opt out of them while your order is open.
• WhatsApp and phone. If you give us a number, we may message or call you about your order.
• Marketing. We only send it as our Privacy Policy describes, and you can unsubscribe at any time.
• Getting our emails. Check your spam folder, and add our email address to your contacts. If the email address you give us is wrong, we can't be responsible for the delay.
• In writing. When these terms say "in writing", email counts.
• Card details. We'll never ask for your card number by email, phone or WhatsApp.

17. Events outside our control

We're not responsible for delays or failures caused by events outside our reasonable control. These include government system outages and rule changes, border closures, natural disasters, epidemics, war, strikes, power or internet failures, and cyber attacks on systems we rely on.

If this happens, we'll tell you, do what we can to limit the effect, and carry on as soon as we can. If it stops us providing the service for a long time, you can cancel, and we'll refund what you paid for anything we haven't provided.

18. Refusing or stopping service

We may refuse, pause or cancel an order if:

• we reasonably suspect fraud, such as a stolen card or a false or altered document;
• you give deliberately false information, or seriously break these terms;
• you abuse or threaten our team;
• providing the service would break the law, including sanctions laws; or
• we can't provide the document you ordered, for example because your passport isn't eligible.

If we cancel for a reason that isn't your fault, you get a full refund. If we cancel because you broke these terms, our Refund Policy applies. Where we suspect fraud, we may keep records and report it to the authorities, where the law allows. We may also block anyone who misuses our website.

19. Complaints and disputes

If something has gone wrong, please tell us first. Most problems are quicker to fix directly.

1. Email [email protected] with your order reference and what happened. We aim to reply within 48 hours.
2. Not happy with our answer? Reply and ask for a review. A senior member of our team will look again and send you a final answer in writing within 7 days.
3. Still not resolved? We'll tell you in writing, name an alternative dispute resolution (ADR) provider, and say whether we agree to use it. You can also get help from Citizens Advice in the UK, the European Consumer Centre in your country in the EU or EEA, or your local consumer authority elsewhere.

Chargebacks

Please contact us before you dispute a payment with your bank. A refund from us is usually faster, and a chargeback can hold up money we already owe you. You keep your right to dispute a payment. If you do, we'll give your bank, through Stripe, the records of the work we did, such as submission records and our messages with you. We may decline future orders from anyone who disputes a payment for a service we fully provided.

Law and courts

These terms are governed by the law of England and Wales.

• Consumers in the UK can bring a claim in the courts of England and Wales. If you live in Scotland, you can also use the Scottish courts. If you live in Northern Ireland, you can also use the courts of Northern Ireland.
• Consumers elsewhere keep the protection of the mandatory laws of the country where they live, and can bring a claim in their local courts where that law allows.
• Business customers: the courts of England and Wales alone decide any dispute.

20. Changes and other terms

Changes to these terms

We may update these terms, for example when the law, a government's rules or our service changes, or when we add new documents or destinations. The date at the top of this page shows the current version. Your order follows the version in force when you paid, unless the law requires a change. If we make a significant change, we'll show a notice on our website. You can ask us for an earlier version at any time.

Other legal terms

• Whole agreement. These terms, the policies they mention, and what we confirm in your order make up our whole agreement. This doesn't affect anything we've told you about our service that the law treats as part of our contract.
• If part is invalid. If a court decides that part of these terms is invalid, the rest still applies.
• Enforcing later. If we don't enforce a term right away, we can still enforce it later.
• Transfers. We may transfer our rights and duties under these terms to another organization, and we'll tell you if we do. It won't reduce your rights. If you're unhappy, you can cancel an open order and get a refund for anything we haven't provided. You need our agreement to transfer your rights.
• Who can enforce them. This agreement is between you and us. Nobody else can enforce it.
• Language. These terms are written in English. If we provide a translation and the two differ, the English version applies, unless your local law says otherwise.

21. Contact us

Questions about these terms or your order? We're here to help.

• Email: [email protected]
• WhatsApp: +44 7561 525115. The number may change; the current one is always on our website.
• Post: THE CLOUDOPS LTD (Nomadic Mart), Work.Life Manchester, Core 30, Brown Street, Manchester, M2 1DH, United Kingdom

Nomadic Mart is a trading name of THE CLOUDOPS LTD (company no. 17112198, England and Wales; registered office Work.Life Manchester, Core 30, Brown Street, Manchester M2 1DH).